We are looking for a detail-oriented analyst to support quality oversight and speech analytics initiatives for a compliance-focused environment in Fort Washington, Pennsylvania. This Long-term Contract position will partner with business teams to turn call data into actionable insights, strengthen audit readiness, and improve monitoring programs. The role is well suited for someone who combines analytical thinking, strong communication skills, and hands-on experience with reporting tools and post-call review platforms.
Responsibilities:
- Design and refine speech and keyword searches that help uncover trends, exceptions, and potential compliance concerns within recorded interactions.
- Partner with cross-functional stakeholders to evaluate business processes, review audit selections, and recommend practical improvements based on findings.
- Lead conversations with managers and operational teams to clarify updates, reinforce expectations, and support adoption of revised procedures.
- Produce monitoring results and analytic insights that contribute to training materials and enterprise-wide education efforts.
- Maintain organized records and classification structures to support data accuracy, traceability, and dependable system performance.
- Prepare recurring and ad hoc reports, assist with workflow reviews, and document observations from quality and compliance audits.
- Investigate recurring issues by performing root cause analysis and identifying drivers behind underperforming categories or trends.
- Support internal departments with monthly audit activities, audit response coordination, and follow-up actions tied to findings.
- Collaborate with analysts on reporting enhancements, dashboard development, and data visualization improvements using tools such as Tableau.
- Provide day-to-day guidance to less experienced team members and serve as a knowledgeable resource for analytics and quality-related questions.
- At least 5 years of experience in quality assurance, speech analytics, call monitoring, or a closely related analytical function.
- Hands-on experience with speech analytics or speech recognition technology in a business, compliance, or operations setting.
- Strong proficiency in Microsoft Excel and working knowledge of reporting and data analysis tools.
- Experience creating reports, interpreting audit results, and communicating findings to business stakeholders.
- Ability to manage multiple priorities independently in a fast-paced environment while maintaining close attention to detail.
- Familiarity with Tableau, SQL, or similar reporting and visualization tools is strongly preferred.
- Bachelor’s degree in Computer Science, Information Systems, or a related field is preferred.
- Strong written and verbal communication skills with the ability to explain complex information clearly and accurately.